Sr. Customer Service Engineer

Job Description

Job Description

Company Description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.

Job Description

The Senior Customer Service Engineer is a senior level position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

 

Qualifications

Responsibilities

•Provides support to client VIP’s

•After hour support required as needed

•Ability to be on stand-by as required in order to provide service to VIP clients

•Performs complex troubleshooting, installs and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.

•Ability to collaborate with and support Sr. Level end users

•Proactively research and recommend alternative automated approaches for successful completion of work

•Responsible to manage, deploy, track and keep secure IT assets •Identify and recommend process improvements

•Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.

•Perform Install/Move/Add or Change (IMAC) activities.

•Perform all assigned desk-side support activities

•Display outstanding technical and professional services skills at all times

•Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines

•Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair

•Understands and follows all documented service operations policies and procedures.

•Other duties or certifications may be assigned to meet business needs

•Additional requirements may exist if offer of employment is extended

Requirements

Requirements Education and Experience:

•Typically requires technical school certification or equivalent of 4-7 years of relevant experience

Certifications and/or Qualifications:

•Proficient in hardware technology and configurations

•Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook

•Microsoft Office 365 preferred •ITIL knowledge

•Knowledge of ticketing systems

•Experience using Active directory

Skills:

•Excellence in communication and customer-facing skills

•Strong oral, written and interpersonal skills

•Excellent organizational skills

•Ability to be on stand-by

•Ability to follow instructions and processes with minimal instruction

•Ability to lift and or move various computer equipment up to 50 lbs.

•After hour support required as needed

•Ability to be on stand-by as required in order to provide service to VIP clients

•Performs complex troubleshooting, installs and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.

•Ability to collaborate with and support Sr. Level end users

•Proactively research and recommend alternative automated approaches for successful completion of work

•Responsible to manage, deploy, track and keep secure IT assets •Identify and recommend process improvements

•Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.

•Perform Install/Move/Add or Change (IMAC) activities.

•Perform all assigned desk-side support activities

•Display outstanding technical and professional services skills at all times

•Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines

•Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair

•Understands and follows all documented service operations policies and procedures.

•Other duties or certifications may be assigned to meet business needs

•Additional requirements may exist if offer of employment is extended

Requirements

Requirements Education and Experience:

•Typically requires technical school certification or equivalent of 4-7 years of relevant experience

Certifications and/or Qualifications:

•Proficient in hardware technology and configurations

•Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook

•Microsoft Office 365 preferred •ITIL knowledge

•Knowledge of ticketing systems

•Experience using Active directory

Skills:

•Excellence in communication and customer-facing skills

•Strong oral, written and interpersonal skills

•Excellent organizational skills

•Ability to be on stand-by

•Ability to follow instructions and processes with minimal instruction

•Ability to lift and or move various computer equipment up to 50 lbs.

Additional Information

All your information will be kept confidential according to EEO guidelines.